Category Archives: Customer Services

When an agent hits the floor of a busy outsourcing call center, he or she is bound by time. The ticking clock keeps on checking the productivity of the agent. On days they are superman and on others they turn out to be just an average person. In any call center, the call resolution time taken by an agent is recorded by the management. Often the incentives and appraisals of an agent depend on the number of successful problem mitigations. In any other sector quality is given more stress then quality, but not in the contact center settings. The management has to assure maximum call answering from their agents alongside quality services. As you can well understand it is a difficult art.In such a scenario the agents will take any help they can get. It has been seen that many under performing agents fail because of the complexity of work.Continue reading→

Have you ever thought what exactly does convenience mean to a customer? Although the meaning of convenience has changed with the passage of time, it still matters more than anything else to someone who wants the best for himself in terms of service. Moreover, we live in a world where everything is just a click away.

In the light

Since the companies across the globe continue to grow both in number and size, every service provider targets the experience that is delivered to a customer. Consequently, organizations expect their business partners to do the same.t of this situation, customers look for value addition and expect you to be present at every point of contact they access. This is the reason even the slightest inefficiency is completely out of the question. Continue reading→

Whenever we talk about a call center, we usually picture an office with many employees sitting next to each other and attending the calls of customers. Irrespective of whether an enterprise possesses the capability of setting up its own contact center or utilizes the services offered by an outsourcing company, quality of service is something that matters more than anything else. In addition, the widespread expansion of call centers has made it possible for people to meet the requirements of customers in an efficient manner. This also gives a boost to the sales and thus ensures success to your business.

We live in a world where competition is inherent to every field of business. Every service provider wants to make it to the top in the minimum time. In this situation, bottom lines and cost savings also matter a lot to the overall performance of an enterprise. Consequently, the majority of companies outsource their work to a third-party that is capable of making use of advanced technology to live up to the expectations of its customers. The trend of utilizing an external resource for a company’s internal function began as an experiment. However, it stayed and soon the hogged the limelight with organizations churning out huge profits. Outsourcing is now a business tactic to get the best at reasonable prices.

Eventually outsourcing finds its place

Globalization and cutting-edge developments in the area of technology have helped us conquer distance with the help of information. Although we may not be able to physically feel what is happening in a distant corner of the world, we still get the details of those happenings at the click of a mouse. The world has shrunk in the truest sense and each one of us is making the most out of this shrinking world. In addition, the individuals who intend to make hay in such an atmosphere do not have any dearth of opportunities and can be successful with a little bit of prudence.

It has been rightly said that “customer is the king” as all the strategies, operations and activities of an organization are today focused on pleasing the customers and keeping them happy in everyway. Organizations are willing to invest heavily in customer support services in order to fulfill the expectation of their customers. call centers outsourcing has become a trend in the industry as it helps organizations in keeping their customers satisfied. However, I believe that customer support should not be used just to keep the customers satisfied. Customer support services should be used to exceed the expectations of the customers and give them an experience that would just amaze them.

Here are a few tips that could help contact centers in exceeding the expectations of their customers:

Understand The Reasons For Call: The first thing that you should do is start looking for the reasons which make your customers pick up the phone and dial your contact center number. Make sure that you do proper research and find out the reasons that tempt them the most. Once you are finished with the research, you should start analyzing the list. There will be many reasons for which you could provide easy solutions. For example, providing help links over the website could reduce the number of calls, simplifying the IVR would also solve many issues. Now you should start refining this list and come up with ten most common questions that customers ask. Make a separate list of these reasons and provide this list to each agent along with most appropriate actions and answers for the same.

The biggest headache for inbound call center service providers is to handle the long queues that never seem to get short. There are many reasons which result in the long queues at contact centers. There are certain seasons during which the call flow may increase. Excessive leaves taken by agents and high AHT can also result in long queues.

Here are some of the tips that could help call centres in handling long queues:

Avoid Giving Holidays In The Busy Season: We, at A1 Call Center, try to restrict leaves during the holidays when they fall in busy season. Although we are not against taking leaves on holidays and celebrating with family but for us work comes first. This ensures that there are always enough agents to answer the calls promptly.

Provide Common Information in Queue Messages: Most of the times callers need some basic information which is common for many callers. We make sure that the queue messages include such information. It has been observed that around 20% of the callers get the required information through queue messages alone.

Introduce Call Back Feature: No one likes to wait over the telephone. Call centers should implement call back functionality so that callers could choose whether they want to hold the line or let you call them back. Many of the customers do not require immediate assistance so they can be given assistance when the call flow reduces.

Assign Non-Working Days/Hours For Training: It is very important that your agents are well trained and informed about the product and their work. However, it is not right to sacrifice working hours for training the agents as it will reduce your agent strength taking the calls and will result in long queues. Training hours and days should be well planned in advance and should be scheduled for non-working days.

Delivering customer services requires a lot of skills and proper knowledge of the work. Customer satisfaction cannot be achieved unless you deliver proper solutions and a nice experience to them. Building relationship with customers is also very crucial as it helps them in conveying their problems easily and allows you to provide a well aimed solution for the same to them. Call centers should encourage their agents to build good rapport with customers while delivering customer services.Continue reading→

A1 Call Center is a well known name in BPO Industry and has got a reputation for delivering top-notch customer support services and back office services. We give special focus on our agent hiring and agent training programs as we believe that they play the most important part in all the services that we provide. Apart from having best agents, we are also proud of our global delivery center from where all our services are delivered. Our agents work in this state of the art delivery center where they are provided latest technologies and all the modern equipments required for their job.

Picture this scene. An online user is browsing on a portal for fashion apparel. The clothes are attractive, but the user isn’t sure whether to purchase them directly through internet. The user calls the phone number flashed on the site. This phone conversation will be decisive. The user will or will not make the purchase based on this one conversation.

To ensure that the user makes the purchase, we must ensure that the conversation is: